Lloyds Bank PLC

Financial Ombudsman decision DRN-5108371 Upheld

Upheldoutcome, as published by the Ombudsman

£290redress stated in the decision

Mon Nov 25deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

APP scam refund refused, Support for vulnerable customers

In the Ombudsman’s words

Miss W complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she paid a builder to complete work on her home.APP scam refund refused

Why did Lloyds spend a significant period of time talking to Miss W about her vulnerabilities (over an hour), if it doesn’t make a difference to her complaint?Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5108371.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.